How we achieved a 5 star rating on TrustPilot

Goldfish are the only telecoms company in Ireland to have a 5-Star Rating on TrustPilot, the international review site. Here’s how we did it.

You may have seen some companies now use their TrustPilot rating in their TV adverts. That makes complete sense as TrustPilot is a well-respected company review site. Google now also includes it in Google Ads. The site is becoming more and more synonymous with good service.

Here at Goldfish, we are extremely proud of our 5-Star Rating. It has taken a great deal of work to achieve it. So what did we do?

Support, Support, Support

Credit where it is due and that is to our Support Team. Out of all the teams in our company, they are ones that are largely responsible for achieving our 5-star rating on Trustpilot. They are ones speaking to customers all day, every day.

We put a huge emphasis on our supporting our customers. Good customer services and customer experience (CX) i.e. the customer’s use of our features and support to our services are key to Goldfish’s success.

Companies use our services in many different ways. Set up varies from company to company, which is fine because our services are flexible and can be tailored to suit a company’s own setup. Every company is different. This is why good support is essential.

We have an experienced Support Team that is based right here in our headquarters in Greystones. They know our cloud PBX and its features inside out. So they talk with our customers about how they operate and suggest the best configuration of our features for them. Everything from the way their routing or IVR is set up between offices, or how to get the best out of our CRM integrations or configuring the smart dialler in Quvu, our contact centre management software.

Goldfish’s Head of Operations, Greg Large (pictured) outlines our approach: “It is simple. We try to advise our customers as if we work for them in-house. So we take the time to understand what they do and how they operate. Then we explain, in layman’s terms, how our features work. And we walk our customers through the processes needed to ensure that they can use our service fully and maximise the benefits they receive from it. Many of our customers are on a first name basis with my Support Staff and have long-term business relationships with them. They trust them.”

Speed is Vital

We are solely a business-to-business company, so we are conscious that our customers are working in busy companies and need their problems sorted quickly. That’s why we are on the phones for you to get through to someone quickly, to explain the issue you are having and get it rectified swiftly in a no-nonsense manner.

We empathise with our customers and we know swift phone support is vital. No need to spend time writing out your issues, then sending it over and waiting for a reply. We are a telecoms company after all. Just call us and we’ll sort it.

Constantly Improving

All our closed support tickets get requests to leave feedback on our service. The data we get is crucial to helping us monitor, maintain and improve our 5-Star service.

The feedback that we get about the customer service provided by our Support Team is that they provide an added value that exceeds our customer’s expectations. This is key to retention and one of the reasons why our customers stay with us.

Would you like to know more? Then please get in touch via 015547888 or fill in the form below.